NCSEA Connections Child Support Products & Services Guide 2023

Elevating the Human Experience
What is it like for the client to interact with multiple human
services programs? The client may have to respond to a
series of lengthy, repetitive, and often intrusive questions
for each program. Not only can this wear out the client,
but it can also serve to re-traumatize them each time. At
other times, the siloed program delivery causes direct
conflict, such as when a child support hearing is scheduled
at the same time as a TANF work requirement.
Some child support programs today are working to make
interactions with agencies less exhausting and frustrating,
and helping agencies connect with clients on a more
human level. By transforming case management using
processes such as intra-agency “warm-handoffs” and
innovations in technology, they hope to create a more
overall positive human experience.
Experimenting with More
Holistic Approaches
To help achieve the deeper goals of keeping children out
of poverty and strengthening families, many child support
programs are setting their sights beyond collection,
adding job and life skills training programs. Others are
moving to more family-centered, multi-generational
approaches.
Some states are participating in the Families Forward
demonstration project, which offers targeted skill-building
activities to help low income non-custodial and custodial
parents qualify for better-paying, high-demand jobs in
their labor market. The ultimate goal of the project is to
identify successful employment approaches that can be
integrated into child support programs around the
country.
Using “big hairy audacious goals” to help
bring stakeholders to the table
Big hairy audacious goals (BHAGs for short) are a powerful
mechanism for stimulating progress towards an ambitious
target. As child support agencies reevaluate service
delivery, and how to integrate with other public assistance
programs, they should consider factoring in a number of
variables – while aiming for big goals – to push the
conversation.
Read the full report >
Get in touch
www.deloitte.com/us/child-support
Margot Bean
mbean@deloitte.com
+1.518.951.4021
Savita Raghunathan
sraghunathan@deloitte.com
+1.512.226.4611
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